The QA industry is publishing a number that sounds like progress. According to Scorebuddy’s recent QA and CX research, 74% of contact centers increased their
Most operators running a coaching program know the moment their quality score lifts. The reports tighten. The leadership review moves faster. The client-facing slide looks
Most contact centers are measuring the wrong things and holding agents accountable for both of them. NPS and CSAT are not the same metric and
In most contact centers, QA scores flow to the operations manager, who reviews them, prepares for a coaching session, and works with the agent on
A BPO partner engaged FiveLumens to establish competitive performance on a new home services sales program against mature contact center operations. Their client had brought
A large client required frequent changes to their quality assurance standards. The BPO partner handled all QA for this account and engaged FiveLumens to address
You Are Asking the Wrong Question Every QA leader eventually lands on the same question: how many calls should we evaluate? The debate usually stalls
How Many Calls Should You Really QA? The Common Misconception You’ve probably heard this before.“Now you can score 100 percent of your calls.” Sounds great,
Evaluations are a key component of your Quality Assurance program. They provide a consistent and structured way to measure performance, identify strengths and opportunities, and
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